BG Customer Operations Manager

BG Customer Operations Manager

Are you skilled and customer-focused People leader, building both the content of an excellent customer Operations as well as leading the change with the team? Are you excited to lead the acceleration of the customer operations and support the business growth?

FrieslandCampina Professional & Trading is looking for a Customer Operations Manager

FrieslandCampina Professional & Trading is a world-class, global leader in dairy and plant-based value-added ingredients and solutions targeted at professional customers such as bakeries, fast food and coffee chains, hotels, restaurants, catering companies as well as industrial food and beverages companies & traders.

In close cooperation with customers and through the exchange of in-depth market, ingredient and solution expertise, FrieslandCampina Professional & Trading helps customers to win in their markets. FrieslandCampina Professional & Trading is a global business with sales offices, dedicated ingredient product and application development and production facilities around the world.

The Customer Operations Manager is part of the Customer Supply Chain Management Team.

Wat we vragen

• Master's degree, preferably in Supply Chain Management and > 10 Years of experience in working in multi-functional groups and matrix organisation
• Knowledge of Customer Operations processes & strong customer focus to create value with customers
• Experience in leading a team
• Strong communication & influencing skills & Adaptability to work throughout all organisational layers
• Competence and confidence to lead the transformation from the existing way of working to the new way of working based on the new template and tools (change management).

Wat we bieden

• Unique company culture of Dutch heritage and international presence
• We offer great work life balance, and competitive salary & benefits package so you can enjoy it
• Diverse training and mentoring programs to help you grow on your own professional journey
• Exceptional support of cross disciplinary movement within the company to broaden your knowledge and growth paths
• A friendly and informal working environment, yet professional team members as sparring partners
• Autonomy and trust to create longer term impact that helps bring better nutrition to the world
• Free cheese and milk at lunch in the central office, fruit and barista coffee to help you go through your working days with a lot of joy

Vacaturetekst

Customer Care Strategy for FrieslandCampina Professional Customer SC

• Provides input to the Customer SC Strategy
• Develops and ensure execution of the Customer Care strategy for the own Customer Care department in order to improve excellence execution at lowest costs
• Defines strategy for new businesses by analyzing the latest trends and developments in the market and translating this to the own department

Customer Collaboration & Service

• Drives the development and execution of the logistical account development year plans
• Ensures a high customer service for our customers and be pro-active in optimizing the processes to improve the customer journey
• Represents the (logistical) voice of the customer within the Customer Supply Chain and the Fighting Unit
• Responsible for pro-actively continuous improving of the Supply Chain between FrieslandCampina and the Customer or on request of the customer

Order to Cash process

• Drives the execution for an optimal the Order to Cash process and generates correct invoicing on time. Assures correct documentation with shipments (e.g. export documentation)
• Drive further improvement of robotizing, VMI, EDI and other digitalization processes

KPIs and Continuous Improvement & Management Information

• Observe and evaluate bottlenecks and identify opportunities and drives improvement actions in OTC and OTD processes, procedures and/or systems, and ensure implementation of improvements after approval in the Customer SC and Fighting Unit.
• Be the owner of KPI dashboards, insights and decision documents regarding quantitative and qualitative developments by means of periodical (e.g. S&OP, budget, RF and LRP) and ad hoc reports and/or analyses, based on reporting guidelines to drive PDCA cycle in your area of expertise
• Responsible to develop insightful, actionable and user friendly KPI dashboards and reports and to distribute share with relevant stakeholders
• Participates in Community of Practice and drive local implementation of BG Excellence initiatives
• Monitor, analyze and challenge the quality of the Fighting Unit order fulfillment
• Coordinate any activities related to the constraining and allocation process for the Fighting Unit FrieslandCampina Professional and determine impact on customer level
• Continuously look for opportunities & improvements within daily work context and take ownership in implementing solutions

Team Management

• Manages the department in such a way that the work is carried out effectively, the sales department is optimally supported and S&OP process is applied
• Leads and develops a team (incl. team leads if applicable) through coaching and feedback to maximize performance of themselves and their respective teams
• Be a supportive and active team member, creating an inspiring environment enabling development and growth
• Foster the reputation of the team as the expert in in their field by building strong bonds of trust and confidence with internal and external stakeholders
• Support to stakeholders to generate change management momentum needed within their own teams
• Establish and optimize team processes to balance dynamic business priorities
• Embed mechanisms that allow oversight of active projects, resource allocation, tracking to completion and ‘telling the story’
• Ensure an adequate organisation and staffing of the department, set up training and staff plans, organizing work meetings and pay attention to personnel management

For thousands of people every day, we are more than just a dairy company. To our farmers, our employees, the communities we serve, the businesses we work with and the people to whom we bring happiness, FrieslandCampina means something more. For them it's not just about what we do, but who we are.

We value talented people from any background who want to contribute to something bigger than themselves. We encourage all of our employees to make decisions that benefit our entire company. At FrieslandCampina we own our own career and act accordingly. We trust you to make a difference in your job and influence the bigger picture. Working at FrieslandCampina means you are contributing to a better world.

The Customer Operations team consist of ~70 employees, officers and customer collaboration managers. Together they work in the end to end customer supply chain team.